Manager, Customer Escalations

Role overview

A remote-first company is hiring a Manager for its Customer Escalations function to lead a team handling the most complex, sensitive, and high-visibility customer situations. This is a hands-on leadership role that blends direct customer engagement, people management, and cross-functional influence across a large SaaS platform. The mission is to resolve difficult cases while turning insights into systemic improvements that prevent recurring friction.

Responsibilities

- Lead, coach, and develop a team of specialists handling complex and high-stakes customer escalations. - Set strategy, operating standards, and performance goals for the escalations function, with a focus on ownership and direct human engagement. - Serve as a senior escalation point for sensitive or business-critical customer situations, personally taking ownership of difficult conversations. - Build scalable processes for escalations arriving through executives, social media, online reviews, community channels, and other non-standard paths. - Partner with Frontline Support, Premium Support, Customer Success, Product, Engineering, Billing, RevOps, and other teams to resolve issues and improve broken handoffs. - Translate patterns observed in escalations into operational, tooling, and process improvements across the broader customer journey.

Requirements

- Experience managing customer-facing support or escalation teams, ideally within a complex SaaS environment. - Demonstrated ability to influence and drive change across teams without direct authority. - Strong analytical skills and comfort using data to prioritize problems and measure outcomes. - Ability to operate independently in ambiguous situations and move fluidly between strategic thinking and hands-on execution. - Technical curiosity and the ability to develop deep proficiency in complex software products and customer use cases. - Excellent prioritization skills with a strong bias toward action and ownership, plus a bachelor's degree or equivalent professional experience.

Nice to have

- Experience supporting a platform used by agencies, entrepreneurs, or small and medium-sized businesses. - Familiarity with voice-first customer engagement models and high-volume messaging ecosystems.

Benefits and work setup

- Remote-first organization with global team members across multiple countries. - Annual salary range of $74,000 to $95,000 USD. - Equal opportunity employer; voluntary demographic information may be collected for compliance purposes and will not affect hiring decisions.